Simon XT—Communication Failure

Receiving a communication failure or radio not responding message on your panel?

This means your system is not communicating with our Alarm Response Center and we won't receive signals for any alarm activity until communication is restored.

Below are possible causes as to why your system is showing a communication failure, as well as some tips on fixing the cause.

Power Outage

  • • Make sure your alarm system has power. If you are experiencing a prolonged power outage, the system will come back up when power is restored.
  • • If your power has recently been out, the panel battery may be too weak to allow your cell to send signals. You can hold the 6 key for 10 seconds to verify the voltage. If it is less than 6.2 Volts, then the battery will need to be connected and charged for 24 hours.

Loss of Connection to Power Source

  • • Make sure your plug is connected securely to its outlet. Verify the connections on the AC transformer, ensuring it is connected to terminals 4 and 5, underneath the battery in the panel. Confirm this is securely plugged into the wall.
  • • Make sure the outlet is supplying power—you can check this by plugging something else in to this outlet to see if it's receiving power.

Signal Interference

  • You can verify your wireless signal strength by pressing and holding the 5 key for 10 seconds.
  • • Large metal objects and appliances that generate radio frequency can interfere with signaling. If you identify these objects around your alarm system, try increasing their distance from your system if it’s safe to do so.
  • • It’s best if your system is located near an exterior wall, above ground (not in a basement), and not in the middle of a large structure (like an interior closet far from exterior walls.)

System Malfunction

If your communication failure is caused by a system malfunction, you can try to power cycle the system:

  • • Completely power down the panel and the module.
  • • Wait 2 minutes, then power the panel back up.
  • • Test your system to confirm whether communication has been restored. Remember to place the system on test to avoid a false alarm. Click here for steps on how to place your system on test.
  • Make sure the antenna is connected to the radio. Unscrew the antenna and reconnect it to the panel. Make sure that the antenna is going in smoothly and is not cross-threaded.

Cell Provider Outage

  • If there’s an interruption of cell service in your area, your system’s communication could be impacted.

Interruption to Phone Service (Landline Communication)

  • • Phone service outage in your area.
  • • You have disconnected your home phone service.
  • • You have switched to a new provider.
  • • VoIP and Digital Voice Over Cable may not be compatible with your security system. You may need to switch to a different phone service, or text us to upgrade to cell communication. With cell communication, you get access to remote arming and disarming from your phone. You also open the door to transform your home with smart automation devices like remote cameras, thermostats, lights, and door locks.
  • • Your new provider may not have connected your phone line to your system.

Still having trouble?

See below to review steps to power cycle your Simon XT Panel. If communication failure continues, text us at 469.513.8685 for help.

1. Remove AC power from the device.

Remove Device Power


2. Remove the top screw, then press the two tabs to open the front cover.

Remove Top Screw


3. Flip the front cover down to access the battery clips.


4. Apply pressure to spread the battery clips, then disconnect and remove the battery.

Battery Clips


5. Wait for approximately 10 minutes, then return the battery ensuring the red terminal connects to the red wire and the black terminal connects to the black wire.

battery


6. Flip the front cover up to close the panel. Return the top screw to secure the cover into place, then return AC power to the device.

Open Cover